Beyond Philosophy
DECEMBER 17, 2015
Do you have loyal Customers or do your Customers buy from habit? Mistaking Customers’ habit for loyalty is a common mistake to make. Many organizations think their Customers are loyal only to find out later they are not, typically after they lose them to a competitor. Customers have habits, and habits can be broken. True loyalty, on the other hand, is much tougher to break.
Callminer
DECEMBER 17, 2015
What is wrap up time in the call center – and why is it important for driving efficiency and improving the customer experience? Take a look in CallMiner’s latest blog post.
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Steve DiGioia
DECEMBER 14, 2015
are your expectations too high? This original article was written by Steve DiGioia. One of the challenges faced by a perfectionist is longevity. When we are younger and have energy to burn, we can relentlessly work through exhaustion and jump through hoops daily to achieve the perfection we seek. Usually this perfection is attained solely from our personal labor since “no one else can make it perfect but me”.
Bill Quiseng
DECEMBER 14, 2015
This week’s post is written by Ravi Shukle. In my posts, I provide advice to improve face to face customer interactions. But today’s customers are expecting service on-line and on the social media channels that they use. One of the great benefits of social media is connecting with people who we would otherwise not meet. Since I certainly am not an expert on how to use social media for customer service, I reached out halfway around the world to someone who is, Ravi.
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Beyond Philosophy
DECEMBER 14, 2015
Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy. During a recent series of stakeholder behavior instructional workshops conducted for our clients, one of the strongest areas of interest among workshop participants was how to gain senior management support and sponsorship for various customer-related and employee-related initiatives.
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Steve DiGioia
DECEMBER 17, 2015
isn't that what customer service is all about? This original article was written by Steve DiGioia. Shopping; a necessary evil. Inattentive sales people, long lines, poor service, messy stores, high prices, etc. Retail sales people of today no longer know what customer service is. Most people don’t enjoy shopping, we wonder why. I’m no different.
Win the Customer
DECEMBER 17, 2015
Research from Forrester has found that 80% of companies want to use customer service to differentiate themselves from the competition. So if every organization wants their customer service to be the best it can be, how do those who really stand out from the competition actually do it? Rather than just rehashing the same old suggestions that anyone can find online, we turned to the customer service experts to help answer that most critical question: What’s the #1 way to really improve custo
Up Your Service
DECEMBER 17, 2015
“Is smiling a good KPI?” The Chief Strategy Officer of a leading bank leaned forward, lowered her voice, and asked me this sincerely. “We can see our bank tellers on video and observe them serving our customers. Should we set smiling as service standard? Is smiling a good Key Performance Indicator?” I replied (with a smile), “Smiling is a great KPI.
Contact Center Pipeline
DECEMBER 16, 2015
Because social media interactions take place in a 24/7 world, your social service strategy needs to define your response time goals for various social networks, whether you will staff those channels around the clock, and if not, how you will communicate that information to customers, as well as a plan to set customers’ expectations for […].
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Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper
Topdown
DECEMBER 17, 2015
To manage customer experiences across the entire customer life cycle, organizations need customer experience management software solutions that help manage content, data and other core services across the marketing, commerce and customer service functions of an organization. Given the wide array of platforms and product portfolios available, it can be difficult to choose the right platform(s) for your organization’s needs.
Win the Customer
DECEMBER 18, 2015
Metrics and statistics can’t measure the personality of employees, their ability to relate with callers, or the value they bring to an interaction. Concrete customer feedback metrics, KPIs and CRM systems can be considered as the ‘science’ behind call centers, but the soft skills of call center agents are considered as the art. Metrics and statistics can’t measure the personality of employees, their ability to relate with callers, or the value they bring to an interaction.
Eptica
DECEMBER 18, 2015
Date: Friday, December 18, 2015 Telecoms customer complaints rising in the UK. Published on: December 18, 2015. Author: James Gladwish Telecoms has always been important at Christmas, with families and friends keeping in touch by telephone for many years. However, the rise of superfast broadband, social media, IP telephony and on-demand/pay-TV services mean that it is now an essential part of the Christmas experience for the majority of families.
Contact Center Pipeline
DECEMBER 15, 2015
Comic book legend Stan Lee described a superhero as someone who possesses an exceptional power and uses it to accomplish good deeds. While Lee’s characters may have been fictional, in the contact center world, super agents do exist. Just ask the management team at Listen Up Español (LUE), a bilingual call center for Spanish and […].
Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO
The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.
PeopleMetrics
DECEMBER 18, 2015
Legend has it that in a damp, craggy cave, an ancient hunter-gatherer created the first list-based Web article. In keeping with millennia of human tradition, let’s look back at our top ten blog posts from 2015. I sincerely hope you've enjoyed following along as much as we've enjoyed writing for you. Keep an eye out for new posts in the new year! Without further ado, here's number 10: Starting off this list is a post for those who are confused about how to measure customer experience improvement.
Win the Customer
DECEMBER 14, 2015
The key to customer experience success is in utilizing technology that ensures CX levels are high, while meeting strategic operational goals. Customer experience is increasingly being spoken of as a cross-company initiative. But each department in an organization has their own KPI’s to consider. While Sales need numbers, Finance are looking at the bottom line and Legal are over protective about regulations, customer experience is often not at the top of the agenda beyond the Marketing departmen
Kayako
DECEMBER 17, 2015
Working in the holiday season for any support professional is going to be one of the most stressful times of the year. If you’re in retail customer support, it’s probably the busiest time of the year for you with customers going shopping mad stocking up on presents. It might be fun for your customers, but how do you make sure you and your team get to enjoy some family time during the holidays without causing customer riots?
Andrew Mcfarland
DECEMBER 14, 2015
The news that NYC taxi owners are suing NYC because Uber is cutting into their monopoly should make New Yorkers angry (ok, angrier). If owners get their way, convenience and service will decline. According the article, Uber picked up 3.82M users since last April while taxis lost 3.83M fares in the same time. [.].
Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions
💢 Do you find yourself stuck in never-ending review cycles? Are you wondering if your Subject Matter Expert actually got that last review request? Are you having trouble trying to decipher impractical or conflicting feedback? 💢 If any of these scenarios sounds familiar, you may benefit from a crash course on managing SME relationships!
ijgolding
DECEMBER 16, 2015
As we approach the end of another calendar year, like many Customer Experience Specialists, I am asked a number of ‘annual cyclical’ questions that ask for my opinion on a number of things. One of those things is related to my key Customer Experience learning’s for the year. I am not going to bore you with a list of everything that has struck me over the last 12 months, but I am going to focus on one thing in particular that has stood out for me – and that thing is best s
Win the Customer
DECEMBER 18, 2015
An effective CRM system can help a business maximize the value of their customers through improving every aspect of the customer relationship. Many businesses wonder if they should invest more into customer relationship development and the systems and tools that enable greater automation of relationship management in the contact center. While too much automation can lead to lack of personalization, the right balance between effective software tools and careful consideration from real customer ag
Kayako
DECEMBER 17, 2015
Working in the holiday season for any support professional is going to be one of the most stressful times of the year. If you’re in retail customer support, it’s probably the busiest time of the year for you with customers going shopping mad stocking up on presents. It might be fun for your customers, but how do you make sure you and your team get to enjoy some family time during the holidays without causing customer riots?
Eptica
DECEMBER 16, 2015
Date: Wednesday, December 16, 2015 Customer service in a multigenerational world. Published on: December 16, 2015. Author: Dharmesh Ghedia Housing demographics are changing across the world, driven by longer lives and the increasing cost of getting onto the property ladder. In the United States 4 out of 5 households don’t fit the traditional mold of two parents and pre-college kids , with a growing number containing multiple generations, such as grandparents or boomerang children that have
Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.
Topdown
DECEMBER 14, 2015
In a recent webinar entitled Who Won the Digital Experience Race? Hint: It’s Not Over Yet , Forrester analysts Mark Grannan and Ted Schadler discuss why you need a digital experience platform, who’s winning the platform war, and how to go about choosing the best platform(s) for your organization. We highly recommend this webinar for anyone trying to consolidate their customer experience technology portfolio in order to deliver a more cohesive end-to-end customer experience.
Win the Customer
DECEMBER 14, 2015
Automation is great for customer service, from speeding up live chat interactions to auto replying to customer emails, but agents need to be personal. Pre-defined replies (canned responses) can arm any representatives with the answers they need even if they didn’t necessarily have the knowledge, your customer does not need to know about this little secret.
LiveChat
DECEMBER 14, 2015
Many people claim that work isn’t personal but I think that work is as personal as it gets. After all, you spend the greater part of the day working than on any other activity. The money you make, the effort you put in your tasks, the time you spend away from your family. What’s more personal than that? For me, taking your job personally means that your work engagement is high and that you care about what you do.
CSM Magazine
DECEMBER 14, 2015
Temkin Group, a leading customer experience firm, has published its annual list of customer experience trends. As a part of these publications, Temkin is calling 2016 “The Year of Emotion.” Here are the 10 customer experience trends to watch in 2016: 1. Effort Metric Expanding. Companies will increasingly use “customer effort” as a key customer experience metric. 2.
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Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.
Talkdesk
DECEMBER 18, 2015
Call center agents are the backbone of many companies’ customer service strategies. They serve as the face (and voice) of their brand. And yet, sometimes being a call center agent can feel like a thankless job. As the first line of defense for customers seeking solutions, call center agents often answer for problems that are beyond their control, interact with difficult callers and can bear the brunt of a callers’ frustration with a product or service.
Win the Customer
DECEMBER 15, 2015
While it’s easy to emphasize the importance of good customer service, most organizations fail to re-emphasize its importance as a core strategy. The result? Low sales, lost and disgruntled customers and eventually, a failing organization. So the main question is, what can business owners do in order to improve their customer service? The answer to this is a two-step process listed as follows: Ensure that the entire team is trained in delivering excellent customer service.
LiveChat
DECEMBER 17, 2015
Have you ever imagined what happens with all the customers who found your website, added some of your wares to their shopping carts and then just left ? What pushed them to do so? To put it simply, they’ve encountered a step in the buying process that they couldn’t or didn’t want to overcome. A pain point that drove them off your website. It’s like encountering a really slow driver during your daily commute.
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